Overview About Us Full Potential Solutions (FPS) is a performance-based technology services firm headquartered in Boston, MA, with operations across 19 locations in 11 countries. We prioritize culture and our 6,000 employees, employing the best people, processes, and proprietary technology to deliver omnichannel solutions for our clients and provide fulfilling careers for our employees. We invest in our people and prioritize culture because we believe that happy, fulfilled teams can achieve great things. FPS offers a competitive suite of employee benefits, including a lucrative compensation program; medical, dental, and vision benefits; and opportunities for accelerated career growth for high-potential individuals in our fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that putting people first drives excellence for our clients. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues. TEAM is more important than self. Create an atmosphere of mutual respect. Excellence - Deliver exceptional client results, reward and recognize performance, and maintain a relentless pursuit of improvement. Accountability - Act like an owner. Take pride in our work. Measure results (your own and our clients). Be passionate. Grace - Respect and appreciate differences. Care for one another. Be humble. Make work personal. Our Mission : To create conditions wherein people can thrive! Position: Team Manager As a Team Manager , you will provide support, coaching, feedback, process improvement, performance management, and client management. You will support customers in qualifying for business leads. The role requires collaboration and operation in a fast-paced, high-energy, and constantly changing environment while staying focused and hands-on with your team. Responsibilities Drive team performance, manage outliers, coach agents, and monitor calls Hire, train, coach, and lead lifestyle assistant specialists providing customer support Assist management in identifying trends and establishing goals Ensure staff achieve desired service levels and take corrective actions as needed Prepare reports and analyze data to improve processes, allocate resources, and maximize efficiency and customer satisfaction Continuously improve through feedback Coach agents on upsell performance, utilizing key behaviors such as positioning the sale, making an offer, and overcoming objections Maintain personal effectiveness and credibility Reinforce compliance with company policies such as house rules, attendance, and PIP guidelines, ensuring integrity in actions Review, lead, and suggest improvements to policies and processes to enhance employee, customer, and partner satisfaction Qualifications 2-3 years call center management experience leading agents for phone, video, or internet services Proven experience in Sales and Retention Previous experience in Technical Support and Customer Service preferred Track record of developing employees and driving performance improvements Experience interacting with client executives Experience supporting the telecommunications industry Willingness to work onsite and in shifting schedules #J-18808-Ljbffr